Customer Experience

WHY THIS ROLE MATTERS

Customers expect speed, accuracy, and reliability. This role ensures that every Supply Chain decision translates into a better customer experience and measurable business growth for Modern Trade customers. By bridging customer insights with operational execution, you will reduce friction, improve service KPIs, and unlock revenue opportunities, making CX a true competitive advantage.

WHAT IS THE PURPOSE OF THE ROLE

Acts as a business growth catalyst by leveraging Supply Chain excellence to deliver superior customer experiences in Modern Trade channels. This role translates customer pain points into actionable business insights, driving improvements in service levels, operational efficiency, and profitability.

KEY RESPONSIBILITIES:

1. Customer-Centric Supply Chain Leadership

2. Champions a customer – first mindset in all Supply Chain processes

3. Anticipates customer needs and proactively design solution.

4. Experience to Impact Analysis

5. Analyses service metrics, leverage on data shared by customers (Sales, Inventory) and feedback to identify trend.

6. Spots/identifies operational inefficiencies (e.g. stock outs, delayed replenishment, NPI/ promo execution gaps) and quantify its impact on revenue, margin and cost-to-serve.

7. Designs and implements strategic improvement plans that transform customer feedback to business opportunities, driving sales growth, operational excellence and stronger retailer partnerships.

8. Order to Deliver Journey Optimization

9. Maps customer journey from order to delivery

10. Implement process enhancements to reduce lead times and improve fill rates.

11. Strategic Collaboration

12. Partner with Customer Business Development (CBD), Integrated Planning (IP), Logistics and Order To Cash Teams to align Supply Chain capabilities with Joint Business Plans

13. Performance Monitoring

14. Track and report Supply Chain KPIs linked to Customer Experience and business growth.

WHO ARE WE LOOKING FOR

We are looking for a Supply Chain practitioner who is enthusiastic about Customer Experience and Supply Chain excellence.

The ideal candidate:

• Customer Advocate: Focuses in delivering exceptional experiences and building trust with internal and external partners.
• Business Savvy: Understands how Supply Chain performance drives revenue and cost optimization.
• Analytical and Insight-Driven: Converts data into actionable strategies.
• Collaborative: Works and maintains a good relationship with Customer Business Development (CBD), Integrated Planning (IP), Logistics and Order to Cash (O2C) Teams to achieve shared goals.
• Growth Mindset: Demonstrates high passion for performance, continuously seeks opportunities to enhance processes, improve service levels and unlock business growth.
• Resilient and adaptable in a dynamic business environment

QUALIFICATIONS:

• 3-5 years of experience in Customer Experience/ Customer-Facing Supply Chain or Supply Chain operations (e.g. Planning, Logistics)
• Experience in FMCG (Fast-Moving Consumer Goods) retail operations preferred
• Strong analytical and business acumen
• Excellent communication skills

Unilever is an organisation committed to equity, inclusion and diversity to drive our business results and create a better future, every day, for our diverse employees, global consumers, partners, and communities. We believe a diverse workforce allows us to match our growth ambitions and drive inclusion across the business. At Unilever we are interested in every individual bringing their 'Whole Self' to work and this includes you Thus if you require any support or access requirements, we encourage you to advise us at the time of your application so that we can support you through your recruitment journey.